Description
Service Level Manager (French and German Speaking)
Tasks
Define, document, agree, monitor, measure, report and review the level of IT services provided
Ensure thatspecific and measurable targets are developed for all IT services
Monitor and improve customer satisfaction with the quality of service delivered
Liaise with internal teams to insure that the right tools are in place to track and measure relevant KPI's
Monitor service performance against SLAs
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Designing SLA frameworks and document templates
Determine, document and agree requirements for new services
Review and revise underpinning agreements and service scope
(Liaise with Pre-Sales team and partners)
Report customer satisfaction to internal teams and foster a lessons-learned culture
Produce service reports (routine or exception) and participate in Service Review Meetings with
Customer
Conduct service reviews and instigate improvements within an overall SIP
Lead Service Desk
Actively support coordination of Change Management (operational and in scope of agreement).
Actively support coordination with the implementation of updated/new ITSM Processes and Tools
Personnel
Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment.
Understanding the full scope of the Service Level Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Profile:
Capability to build a relationship with the customer representatives.
Capability to understand the implications of requests to change the level of service or the functionality that a service provides.
Capability to translate the business requirements provided by the customer representatives into SLR for the service owners.
Capability to negotiate service level agreements.
Capability to produce reports on the actual level of service provided.
Excellent verbal and written communication skills.
Service-oriented attitude.
Good understanding of the service management processes. ITIL v3 certified
Detailed understanding of the Service Level Management procedures.
Capability to use the tools provided to fulfil the role of service level manager. Actively participate in improving the tools
Languages: English and French. German, strong asset